# Page 2 | JIRA Service Management Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 2 - Is JIRA Service Management the right Incident Management solution for you? Explore 762 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/227102/JIRA-Service-Management/reviews --- JIRA Service Management 4.5 (762) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 15th, 2026 # Page 2 - Reviews of JIRA Service Management ## Showing most helpful reviews Showing 26-50 of 762 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use RK Raul K. Group Director of Technology Non-Profit Organization Management Used the software for: 2+ years ### "Highly customisable solution supporting omnichannel environments" November 2, 2025 5.0 I have deployed Jira service management at a couple of organisations I have worked at. It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole Atlassian ecosystem such an excellent platform for IT departments and businesses to use. Pros Jira Service Management and the Atlassian suite of cloud products provide great value for money for an ecosystem of tools which is rich in features and provide many capabilities such as, ITSM in Jira Service Manage, asset management, project management, agile and scrum features within Jira Software. Cons As the tool is so highly customisable, it can take some time to configure as you require it. On the plus side, there are many third-party partners and consultancy services that can configure the platform to work exactly how you require it to work. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Reason for choosing JIRA Service Management It allowed us to support multiple project projects or instances for different organisations within the same workspace solution. Review Source Marko S. Director Computer Software Used the software for: 2+ years ### "Streamline excellency on all projects! 10/10" September 11, 2025 5.0 All of our major projects have been supported successfully and all milestones achieved, thanks to JIRA which is not a CRM (most people think so) the fact that our IT had a success rate of 100% is thanks to JIRA streamlining aspects - no information is lost and our teams have full vision on all project aspects. Pros It is undeniably one of the most useful and easy to implement and streamline operational tasks. I have managed to segment everything, from IT aspects to our forecasting aspects in no time. Cons Some aspects, such as the Kanban boards could be a bit improved in terms of aesthetics. But no major inconvenience as the functionality is whY makes JIRA different. Review Source Chris B. Support Specialist Computer Software Used the software for: 2+ years ### "Jira will help you manage your projects and products very well." November 7, 2025 5.0 I have used Fogbugz, Incident IQ, and propietary software for ticket management and Jira was one of the better ones we used. It was very helpful and easy to report and fix issues as they arose. It was easy to see where a project was at and keep a good work flow. Pros Creating and updating tickets were both really easy. You could connect to related tickets, or be notified when updates or status changes were made. The integration into Slack was very helpful for communication among teammates. Being able to sort by feature and project was very nice. Support continually let us know when features were available and there were very little issues we would run into. Cons The search feature sometimes was not as reliable, would show items not related, or not show items related to the search terms. Switched from [FogBugz](https://www.capterra.com/p/220592/FogBugz/) We wanted more features than were available Review Source RM Robert M. Cybersecurity Engineer Information Technology and Services Used the software for: 2+ years ### "Revolutionize Customer Experience with Jira Service Management." July 24, 2025 5.0 Offer robust features that helps to improve the customer experience and reduces workload on customer support team. Pros It offer a user friendly interface that allow support team to effectively and effortlessly manage service request and deliver quality support.Automate workflow that eliminate the management of routine and time consuming customer service tasks.Omnichannel support feature ensure customer have variety of options for reaching support team.Provide great dashboards and reports that gives data needed for decision making about service operations .Its customization feature allow creation of custom workflow,fields and forms. Cons Jira Service Management cost is a bit higher especially for a organization with big number of support agents . Review Source RR Richard R. IT Manager Information Technology and Services Used the software for: 1-2 years ### "JIRA good Start and a simple but effective Service Management Tool" July 1, 2025 4.0 Good to start with, served its purpose and worked as a basic service desk tool. Would have liked more integration and better dashboard reporting. Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed reporting for different tiers of management. Pros Ease of configuration and customization was relatively easy and and the box experience initially worked well. The team was up and running in a matter of hours, not days. Cons Not as easy to get integrating,you have to purchase apps or plugins to gain what should be relatively straightforward connections to 3rd party apps. Alternatives considered [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[SolarWinds Service Desk](https://www.capterra.com/p/129478/Solarwinds-Service-Desk/) Reason for choosing JIRA Service Management We trialled for over a year as the group was using this as a service management tool. Eventually the group migrated to Freshdesk from Freshworks. Review Source BL Borja L. Consultor de Ciberseguridad Telecommunications Used the software for: 1-2 years ### "Una herramienta eficaz para la gestión de servicios y equipos" June 19, 2025 5.0 Mi experiencia general ha sido positiva. La plataforma ha mejorado la gestión de incidencias y solicitudes en el equipo, permitiendo un seguimiento claro y una mejor colaboración. Pros Lo que mas más me ha gustado de JIRA Service Management es su capacidad para organizar tickects de forma clara y eficiente, además su integración fluida con otras herramientas. Ha mejorado la colboración y la velocidad de respuesta de mi equipo. Cons Lo que menos me ha gustado es su configuración inicial puede ser compleja, especialmente para usuarios sin experiencia previa. Además, algunas funciones avanzadas requieren de licencias adicionales. Review Source EAJ Esami Allan J. Web Developer Information Technology and Services Used the software for: 2+ years ### "Powerful Features with Great Flexibility." July 14, 2025 5.0 Overall experience about Jira Service Management is commendable ,easy to use and manage .Offer great automation and customizable features , Pros My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency.Allow highly customizable workflows which allow us to tailor the tool to a specific needs.Offer user friendly interface that support excellent service delivery. Cons Jira Service Management cost is quite high ,might not be affordable to some mall organization although it offer powerful features . Review Source SM Soren M. Software Engineer Defense & Space Used the software for: 1-2 years ### "JIRA is a one-stop-shop for all things project managment!" January 27, 2026 5.0 I recommend JIRA for any engineering project that require multiple focuses and high levels of reporting Pros JIRA has tons of features, I loved its user interface and its implementation of Agile and Scrum. Its reporting features were helpful for assessing our teams progress through our "sprint" periods on projects Cons JIRA offered a lot of customizable features, that may be its only drawback, but otherwise, a reliable program. Review Source AP Adam P. Managing consultant Management Consulting Used the software for: 2+ years ### "Powerful and Reliable, but Can Feel Overly Complex" November 26, 2025 4.0 My overall experience with Jira Service Management has been very positive. It’s a robust platform that brings clarity and structure to service operations, especially in environments with multiple teams and layered workflows. Once everything is configured, it provides excellent visibility, reliable SLAs, and smooth integration with the wider Atlassian ecosystem. Pros how well it brought structure and visibility to complex service workflows. In a consulting environment it was particularly valuable to have a single place where requests, incidents, and changes all tied back into the same underlying project ecosystem. The integrations with Confluence and Jira Software made it easy to keep documentation, development updates, and service tickets aligned, which reduced friction when working across teams. I also appreciated the customisability Cons The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make the system feel clunky for everyday users, especially when workflows or forms become overly layered. At times it felt like simple tasks required too many clicks or navigation steps Review Source VF Valentino F. CEO Entertainment Used the software for: 1-2 years ### "Like it, useful" July 8, 2025 4.0 Overall, it's a powerful tool that helped our team streamline support, reduce delays, and improve response times. Pros I love how easy it is to manage and prioritize support tickets. The automation saves us tons of time daily. Cons The learning curve was steep at first. Setting up workflows took time and required outside help from IT. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) JIRA offered deeper integration with our dev team and better workflow customization. Review Source Keith B. Product owner Financial Services Used the software for: 1-2 years ### "This is a great tool for team building" December 28, 2025 4.0 Allow me to get up and running and working with my team quickly. Quickly able to set up stories, sprints, and Pros Ease of use and accessible training materials are easy to access made it very easy for our team to start Cons None other than had to get integration set up with my aha roadmapping tool which would allow us to create ideas and then Review Source EN Eulogio N. Technical Project Manager, PMO Consumer Goods Used the software for: 1-2 years ### "It has become my main work helper" March 19, 2026 5.0 It has become my main management and communication tool to handle dozens of different tasks, tests, approvals... Pros Again, flexibility; although the tool can help and guide users, you can always look for the most tailored customisation to your needs. Cons Same comment, sometimes it is difficult to apply to waterfall managed projects, but there is always a way to tweak things. Review Source JK Jarosław K. Director of Support Services Translation and Localization Used the software for: 2+ years ### "Flawed but functional" February 28, 2025 3.0 While the automation and workflow management is the biggest winner, Atlassian's product severely lacks in both utility and UX. Industry-standard features are stuck in the forever wishlist queue, and it takes years for them to be developed, e.g. "Canned responses" were introduced somewhere around 2 years ago while the rest of the industry had them as early as 2017. Atlassian's product \[sensitive content hidden\] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging. This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications or plugins. To give an example, JSM allows us to automate ticket assignment but is unable to take into account employee unavailability- we needed to create a separate panel where we would auto-upload data from our HR software just to let the JSM know about who is unavailable on a given day- a feature other ticketing systems resolved through "if you go on a holiday, push this button to mark yourself as unavailable". I could go on and make this section more tl;dr; Pros JSM allows the creation of robust automated workflows. The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins. Cons Limited ability to customize and change both the customer portal and the agent's view. Switched from [Freshdesk](https://www.capterra.com/p/124981/Freshdesk/) Freshdesk had limited automation and workflow management, which put significant ticket management overhead on our employees. The ticket portal was very basic. Review Source AA Adebayo A. Engineering Lead Health, Wellness and Fitness Used the software for: 2+ years ### "An Excellent Service Management Tool For Small and Large Organizations" February 12, 2025 5.0 Overall, it's a wonderful tool and it has helped make the team more efficient. The ease with which we can accept requests, track progress, and also notify customers has really helped us to remove the difficulty we had with resolving customer issues. It's also great that requests can be linked to Jira tickets allowing for easy reference to existing and collaboration between our customer support team and our technical team. Pros We have used Jira Service Management for a while to manage IT requests in my organization and the part I love most about it is the simplicity of use. From the dashboard, it's easy to have an overall view of pending requests and easily manage the requests. With Jira Service, our support team is quickly able to triage, diagnose, and resolve any ticket within the organization. Cons While it's a great tool, we sometimes have issues with the email component. Our customers send requests via email and widgets and the widget works perfectly. But sometimes, we don't get the issues sent via email on the Service Desk Dashboard. In some rare cases too, when we reply to a customer, the customer doesn't get the email and this leads to a breakdown in communications and support. Switched from [Trello](https://www.capterra.com/p/211559/Trello/) We didn't have as much customization and feature as needed Review Source Sarah W. Customer Success Manager Computer Software Used the software for: 6-12 months ### "Reliable Tool for Bug Tracking and Internal Communication" January 22, 2026 5.0 Overall, my experience has been positive! Jira is a reliable tool for tracking bugs and communicating internally - which allows me to better support my customers. Pros I mainly use Jira Service Management to track software bugs and monitor their status. I like having a centralized place to see updates, ownership, and progress, which makes it easier to stay informed and supports clear internal communication across teams. Cons Jira can feel complex for non-technical users, like myself, because it offers so many amazing features - so there is definitely a learning curve involved. Review Source SR Shilpa R. QA Information Technology and Services Used the software for: 2+ years ### "Great tool to handle project management " October 13, 2025 4.0 Pros Great tool for implementing project road map, project planning and management especially when it comes to agile projects Cons Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository Review Source MP Mario P. QA Engineer Computer Software Used the software for: 2+ years ### "Great for IT teams but a bit tricky to get started" December 13, 2024 4.0 Overall, it’s a good platform for managing IT requests and incidents. Once you get the hang of the setup, it really helps streamline communication and ticket resolution. It’s reliable, but it could definitely be a bit more user-friendly. Pros I like how customizable it is. You can set up workflows and automate processes to fit your team’s needs. The integration with other Atlassian tools is a huge plus, making it easy to track and resolve issues. Cons It can feel a bit complicated at first, especially if you're not familiar with the Atlassian ecosystem. The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary. Review Source JH Julio H. It analyst Automotive Used the software for: 1-2 years ### "Automate business process across multiple departments" January 22, 2025 4.0 Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve collaboration. Good to automate another business process from other departments like finance selling team or HR Pros It makes managing IT requests and incidents much more streamlined. The customizable workflows and automation features save a lot of time and help keep everything organized. We have digitalized many workflows across multiple departments not just IT Cons The learning curve can be a bit steep for new users, especially when setting up workflows. We went through too much trial and error to get some basic stuff done Alternatives considered [ManageEngine ServiceDesk Plus](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/) Reason for choosing JIRA Service Management Company or manager decision, again, probably budget or scalability Switched from [Microsoft 365](https://www.capterra.com/p/227157/Microsoft-365/) Company limitations basically , probably budget or scalability Review Source VR Verified Reviewer Consultant Information Technology and Services Used the software for: 2+ years ### "TALK ABOUT JIRA" September 2, 2025 5.0 Jira’s UI is cleaner and more intuitive for non-developers (e.g., project managers, designers, etc.) I have sed jira in the capacity of Scrum Master rand also Project manager and have noticed that non-technical team members often find Jira easier to navigate and use. Pros Very user friendly i must say. Seems like it is the one that is basically built for agile because it handles scrum, Kanban, even SAFE quite traditionally. Cons Not sure. They say everybody hates Jira but no one, absolutely no one stops using it. Perhaps too many customization options break peoples back. Review Source IC Ivan C. It Director Information Technology and Services Used the software for: 2+ years ### "Herramienta robusta, escalable, inteligente, segura" February 21, 2025 5.0 Pros Herramienta robusta, escalable, inteligente, segura Cons Quiza podria mejorar su interfaz, ser un poco mas actual. Alternatives considered [Salesforce Service Cloud](https://www.capterra.com/p/136189/Salesforce/) Reason for choosing JIRA Service Management Tiene mejor relación calidad, precio, es mejor escalable. Switched from [Freshservice](https://www.capterra.com/p/132997/Freshservice/) Jira es mas robusta, escalable, inteligente, segura Review Source KG Kayla G. Event Marketing Manager Information Technology and Services Used the software for: 1-2 years ### "Efficient but Complex: A Robust Tool for Event Service Management" January 9, 2025 4.0 Overall, Jira Service Management is a powerful tool for organizing event service requests, offering strong customization and tracking, but it requires some learning to maximize its potential. Pros What I like most about Jira Service Management is its ability to streamline event service requests with customizable workflows, clear prioritization, and real-time status tracking. Cons What I liked least about Jira Service Management is its complexity for new users, which can make initial setup and navigation challenging without prior experience. Alternatives considered [monday.com](https://www.capterra.com/p/147657/monday-com/) Reason for choosing JIRA Service Management Jira works with more departments than Monday - especially the product team. Review Source AM Antti M. Product Owner Information Technology and Services Used the software for: 6-12 months ### "JIRA SM removes all barriers from setting up proper customer support portals and flows!" June 7, 2025 5.0 I was amazed how much you can get out of the box with this tool. The easiness of setting the flows up is great. We have gained a lot of control to our customer support requests with this tool. Pros Super easy setup! JIRA SM integrates seamlessly and awesomely easily to any of your preferred methods of customer contact. In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows. Cons Well, with Atlassian, you always have to cope with Atlassian user interface–but luckily they have paid a lot of efforts recently in this matter. The Atlassian products don’t have that Atlassian-feel anymore to be honest. Review Source ES Elias S. Marketing Coordinator Financial Services Used the software for: 1-2 years ### "Reliable for Tracking and Support" September 9, 2025 5.0 Pros I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient workflow. Cons Reporting could be more intuitive, and sometimes it feels overly complex for smaller teams or simpler requests. Review Source HN Harshad N. Technical Support Expert Information Technology and Services Used the software for: 2+ years ### "Service Management " February 24, 2025 4.0 Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on bugs, development, or any other. It is developed in such a way that we can see past or ongoing requests easily for product planning, and internal updates. It is an easy roadway which removes delays in working management and improves efficiency. Pros 1\. It facilitates the management and tracking of the progress of all the assigned tasks. 2. We can easily automate workflows to make sure the tasks are completed efficiently and effectively. 3. There are multiple inbuilt reports also available which help to see insights of ServiceDesk operations which helps to see the improvement area. Cons 1\. Learning is time-consuming due to the product's complex nature. 2. Highly integrable but it is challenging to achieve. 3. Extremely costly for small organizations to buy and manage. Review Source NK Nick K. IT Manager Information Technology and Services Used the software for: 1-2 years ### "Atlassian Service Management... good for IT" July 15, 2025 5.0 I use Atlassian Service Management everyday to manage IT work. I have been using it for over a year and it is clean and simple. Pros I like how easy it is to get a work queue up and running for both the admin and users. It is simple to set up for the admin and simple for the users to use. Cons It is expensive to license and Atlassian likes to try and add a license for each user you have using JIRA even if they don't use SM. So you need to be careful when adding users. Review Source Talk to a Capterra advisor for free and get results within 15 minutes.